Name: Sandos Caracol Nature Resort & Water Park All Incl
Address: Carretera Cancun, Chetumal, Km. 295, Playa Del Carmen, 77710, MX

Sandos Caracol Nature Resort & Water Park All Incl

Riviera Maya / Playa del Carmen · Mexico

Carretera Cancun, Chetumal, Km. 295View location

100 reviews shown

8/10

Excellent

22 Jul 2026

Joshua Patrick

All of the wild animals are awesome for families, always something moving in the trees or on the ground! Kids waterpark was good. More clear postings of operation times for certain things would be nice. Bartenders seemed to be pretty lazy and service took longer than expected even when there was no one else to serve. Pools were nice but could definitely use more consistent skimming. Lots of debris floating in them everyday. Overall great place for a family with younger kids such as myself. Wouldn’t recommended for couples looking to get away.

8/10

Excellent

22 Jul 2026

angel

Overall, it was a great place for you and your family to enjoy.

10/10

Exceptional

21 Jul 2026

Yesica Maria

We love every minute we stay at sandos resort

Family_with_children

8/10

Excellent

21 Jul 2026

Kayra

My 10-year-old had an absolutely wonderful time at this hotel! There were so many fun activities for the kids to enjoy. We loved seeing the various animals roaming freely and really appreciated Mother Nature's beautiful jungle-like surroundings.

Family_with_children

6/10

Pleasant

21 Jul 2026

Geovani Santiago

The rooms could be cleaner. Check in took 2 hours and the food is not athletic

Family_with_children

10/10

Exceptional

19 Jul 2026

Abigail Alejandra

The rooms were clean and very comfortable. Staff were also nice and friendly. It’s is a family friendly resort will definitely be retuning.

Family_with_children

10/10

Exceptional

19 Jul 2026

Sandra

Wonderful experience for the whole family. We especially loved the tour on the ATV’s with the Cenote. Snorkeling wasn’t very good due to Sargasm changing the water to brown. The hotel had everything you could want to do with kids, great staff everywhere trying to please you in every way. The only negative was lobby not air conditioned but all in all a wonderful experience!

Family_with_children

8/10

Excellent

18 Jul 2026

Yvonne

Only thing i didnt like was theres only room service if your elite and YOU GOTTA BEG FOR THEM TO GIVE U A RIDE TO YOUR ROOM IN THE CARTS ( theres little at least 30-50 carts!) my room was located at the furthest end of the resort... its a good 15 minute walk to the lobby and IT TURNS INTO A HORRIBLE ONE WHEN YOU HAVE SO MUCH HEAVY LUGGAGE

Self

10/10

Exceptional

17 Jul 2026

Namal

Family_with_children

8/10

Excellent

16 Jul 2026

Margaret

Hotel is unique however, its tired it needs upgrades. Old furniture, dirty grout. Most importantly the beach is not good for swimming or, snorkeling.

Partner

6/10

Pleasant

16 Jul 2026

Julie

The animals were amazing

Family_with_children

2/10

Poor

15 Jul 2026

NORMA ELENA

Restaurant terrible food and buffet waiting line more the 30 min reception no education

Friends

2/10

Poor

13 Jul 2026

Rodrigo

Half the resort was available to us and the food was horrible.

Family_with_children

10/10

Exceptional

11 Jul 2026

Richmond L

The hotel staff were great our kids had a wonderful time. Only complaint is to pay attention to the seasonal seaweed. We were not able to enjoy the beach.

Family_with_children

2/10

Poor

11 Jul 2026

Horacio

Don’t go in the early days of July the water on the beach was worse that the beach in Galveston Tx. In that park/hotel you will have to do a lot of walking to get to yours room food area end lobby

Family_with_children

8/10

Excellent

10 Jul 2026

Lynda

What a beautiful stay. The food was delicious. Our favorite was the taco bar open until 5 am.
We had a wonderful time.
My only dislike was the massage I received.
All she did was rub lotion on me. No actual massage and she stopped several times.

Family_with_children

2/10

Poor

09 Jul 2026

Julianne

Our experience at this hotel was terrible when we arrived. We were told that a lot of the amenities for the reason we booked this hotel were closed. A lot of the restaurants were closed and we had a limited amount of food options there when I called to complain because our room had no AC they said there was nothing they can do until tomorrow morning. My kids slept in a room that was hot and humid throughout the night. We couldn’t take a shower the first night because the faucet wasn’t working. Overall, our experience at this hotel was not good.

Family_with_children

10/10

Exceptional

08 Jul 2026

Stephanie

El lugar es muy lindo, limpio, familiar, los shows hermosos.
El personal muy amable y atento.
Una experiencia hermosa.
Solamente mejoraría la comida de los buffet.
El restaurante Los Lirios delicioso. Pero solamente pudimos hacer reservación una noche en ese restaurante.
Todas las otras comidas las tuvimos que hacer en los buffets

Family_with_children

8/10

Excellent

06 Jul 2026

ANDRES

El hotel es muy bonito no encantó el área de toboganes , pero considero que hay muy pocos restaurantes y piscinas para la cantidad de personas que llega al hotel !!!
Y la comida debe mejorar

Family_with_children

8/10

Excellent

06 Jul 2026

Levi

Overall a great experience with some areas for improvement.

A large, well laid-out resort with many opportunities for daily/nightly activities. The nature/wildlife was great and met expectations with coatis, monkeys, agoutis, and various birds everywhere. Walking paths around the cenotes provided opportunity for peaceful seclusion. We are a family of 2 adults and 2 young children. We stayed in the Eco Family Penthouse, which was nicely laid out, and could comfortably fit a 3rd child if needed. Staff was friendly and helpful.

Areas for improvement:

The check-in process was unreasonably long. Reception was needing 2 (or more) staff for each party checking in, resulting in an hour long check in process. Additionally, every guest hates the timeshare soliciting conversation, especially when you first arrive, yet all the resorts do it, including this one.

The a la carte restaurants were good, but opportunities were inadequate to accommodate the size of the resort. Because of this, you have to make reservations at midnight for two days in advance, otherwise you won't get a table.

Lastly, the beach/ocean was awful. The decomposing seaweed makes the first 50 yards of ocean look and smell like raw sewage. This is effecting all resorts in the area and there's nothing they can do about it. Certainly is not their fault, but travelers wanting a beach/crystal clear ocean vacation should be mindful that you'll need to book an excursion or stay outside of this stretch of coastline.

Family_with_children

8/10

Excellent

04 Jul 2026

Heather

The staff was great, the entertainment was great. The beach smelled because of seaweed and the food was just ok. Making reservations at the restaurants were annoying, you have too basically get up at midnight to make reservations for the next day. I would stay there again

Family_with_children

8/10

Excellent

03 Jul 2026

Duarte Manuel moniz

Partner

2/10

Poor

03 Jul 2026

Lisett

I would not recommend this resort. It advertises itself as being family-friendly, but in our experience there were virtually no accommodations for families with young children.

One of the biggest issues was that guests are not allowed to take food out of any of the restaurants. When my daughter became sick, I had no choice but to bring my entire family of five to the crowded all-you-can-eat buffet, even though it had no air conditioning. Only one of the buffet restaurants was air-conditioned.

Dining options were also extremely limited. We were only able to choose between an Italian buffet and a Mexican buffet. We tried to make reservations for the other restaurants on our very first day, even though we were staying for seven days, and were told that every restaurant was fully booked for our entire stay.

I could go on, but these were just some of the many disappointing experiences we had. Overall, I feel the resort does not live up to its advertising. Based on our experience, I would not recommend it.

Family_with_children

10/10

Exceptional

02 Jul 2026

Aaron

This was such an amazing and memorable trip! It was so cool to be integrated into the jungle! My 5yo loved all the coati, iguanas, birds, monkeys, and turtles. Kids club staff was awesome, face painting was a big deal. This is a big resort so we did a lot of walking. The rooms were nice and big. If we went back I would have tried to stay closer to the main areas. We didn’t spend much time at the beach but didn’t really need to. There was always so much to do. Loved the juice bar and pottery painting by the pool. Elmer the bartender was awesome, we had one of his “eggs” every day! The carnival on Fridays was such a cool surprise! I wish the pool bars and kids club stayed open a little later, but I understand why they don’t. Dinners were fun and omg the shows were incredible!!! Also the photographers were awesome, but the photos are very pricey. I highly recommend and would definitely go back.

Friends_and_family Family

4/10

Poor

02 Jul 2026

Jordan

I don’t recommend this resort at all. They had roaches in the rooms, they weren’t attentive to helping us remedy. Wouldn’t even give us a refund on our unused nights and we flew home early and still can’t access our luggage

Friends

8/10

Excellent

01 Jul 2026

Michael

Very nice if you’re planning to travel with family, specially little ones. Kids loved it and had fun. They got to see monkeys, iguanas and couple other animals. All staff were very respectful and helpful. Also felt very comfortable leaving my kids at the kids zone for a while. Only reason I give it 4 starts is because the water activities suck as the cenote , canoe, and swimming in on the turtle section were closed.

Family_with_children

4/10

Poor

01 Jul 2026

Justin

All the activities were closed other then the water park

Partner

10/10

Exceptional

30 Jun 2026

Jose

Todo está muy bien. Las instalaciones están muy bonitas, solamente es muy difícil agarrar la reservaciones para los restaurantes

Family_with_children

6/10

Pleasant

29 Jun 2026

David

Room was changed without asking. Was put in a room with 2 double beds when we booked a king. Food was okay. Very difficult to get reservations at any restaurants so we ate at buffet every night. No bar in water park, thankfully Jonathan from mexican bar assisted me with carrying drinks. No waiter service by pool areas. Beach was full of seaweed and water was brown. Tons of walking with No shuttle or trams except for when you check in, they will bring luggage to your room. Had to call front desk to request housekeeping. There are definitely much better all inclusive resorts in Playa del Carmen.

Family_with_children

10/10

Exceptional

27 Jun 2026

Kristen Nicole

Traveled with family was a great experience even with the rain we encountered

Family_with_children

8/10

Excellent

26 Jun 2026

Dritan

Was ok there is arias they can do a little bit better

Family_with_children

4/10

Poor

24 Jun 2026

Ezra

Did not meet expectations. When I got there requested a bigger room. The penthouse suite is what I got and they said that was the best room. Family that we traveled with got a family suite which would have been more suitable for my family’s needs. Did not like our room. Check in staff was not helpful and confusing. Food was ok. Staff seemed unapproachable and was not helpful when needed. Did not enjoy my stay here. Definitely will not be returning.

Family_with_children

10/10

Exceptional

23 Jun 2026

Olga

Overall an excellent experience. Friendly staff, beautiful resort.

Family_with_children

10/10

Exceptional

22 Jun 2026

Sarai

The staff was friendly and helpful. The hotel definitely has a family friendly atmosphere. Everything was clean. We enjoyed our visit so much we are planning on coming back

Family_with_children

4/10

Poor

21 Jun 2026

brion

Needs to be updated, need more things to do, could be cleaner

Family_with_children

10/10

Exceptional

21 Jun 2026

Todd

Property was beautiful. Lots of things to do and animals to see. No long lines for anything.

Family_with_children

10/10

Exceptional

21 Jun 2026

Eddie

Great location and things offered to guests!

Family_with_children

10/10

Exceptional

19 Jun 2026

Lindsey

Loved most all the wildlife, the cenotes, and the natural jungle environment. The underground tunnels and suspension bridge are an excellent plus!

The resort was undergoing a few renovations to restaurants during our stay but it didn’t negatively impact our stay. They may have also led to lower occupancy but this was probably an advantage for us.

The food was good and the staff very helpful and friendly. The family rooms are big and clean! There are multiple pools, one quiet and one more centered around entertainment and group activities. The waterpark was fun for my 7-year-old. The nightly entertainment was great!

This was the perfect blend of fun and nature and fit our families needs perfectly.

Family_with_children

10/10

Exceptional

16 Jun 2026

Hashim

Exceeded Expectations

Family_with_children

4/10

Poor

16 Jun 2026

Jillian

Most of the things we came for were closed. We came for all the activities that were not actually available (cenotes, kayaking, boating through the mangroves). I understand that some were environmental factors. However, the restaurant closures (several were closed), boat being broken, etc. should have disclosed. We were told when we came the teen club was open. It was not. It was closed for renovations (indefinitely they said). We were unable to book reservations at restaurants for the entire trip besides one place even though they said to stay up and book at midnight (this is a lie). We had to do the time share tour to even secure a place at a restaurant so we didn’t have to eat at the buffet at least for one night. The smell of the seaweed from the beach was horrible. They try to deal with it but it was nauseating. The water was dark brown in the ocean. Unfortunately I would not go back. I was hopeful but was disappointed. The shows were good. SOME of the staff were friendly. The wild animals roaming were nice to see. The room service staff did a great job throughout the stay as well.

Family_with_children

10/10

Exceptional

13 Jun 2026

Victor Daniel

Fantastic resort for families or people looking for a peaceful stay surrounded by nature. Animals are friendly but don't approach people often, if at all.

Partner

4/10

Poor

13 Jun 2026

Joseph

This resort was overall really poor. Pool was dirty on a regular basis. Most of the cenotes were closed. Restaurants were closed. Getting a reservation was impossible. I wouldn't go back if the trip was free.

Family_with_children

10/10

Exceptional

13 Jun 2026

Jessica Ann

Traveled with spouse and two children, 9 and 11. Loved all of the wildlife on the resort and the programs available, ie bike tour, eco tour and feeding the rescue animals. We were disappointed the Brazilian steakhouse was closed (wasn’t advertised) and the cenotes were closed for the off season. Also were unaware the water park was closed on Tuesdays. The beach was to be expected this time of year, we did not go into the water but it looked very rocky, so water shoes would be recommended. The staff was amazing. Rooms were very clean and loved the bunk beds for my children along with the king sized bed for us.

Family_with_children

10/10

Exceptional

10 Jun 2026

Marriel Penamante

Friendly and helpful staffs! The resort is clean and family friendly.

Friends

8/10

Excellent

07 Jun 2026

David

We had to leave early but the a la cartes were amazing in gf and they were very accommodating, greatest food. Lots to do and see. Disappointed with the beach, but I should have done better research. All in all it was a great place. Would love to take my grand kids there.

10/10

Exceptional

06 Jun 2026

James

Just returned from our family vacation. Everything was wonderful. Food was good at the buffets, food was excellent at the à la carte restaurants. The waterpark was a blast for all ages in our group (7-46). Beach was fine and is probably great when not in prime sargassum season but that can’t take away from the scoring as it isn’t the resorts fault and they were constantly shoveling and removing it from the beach and water.

All of the staff were wonderful and very accommodating. A/C issue was fixed immediately and honestly it wasn’t a real issue. I just prefer to sleep extremely cold since it’s vacation and I’m not getting hit with the electric bill at the end of the month.

We had such a great time we joined the Royal Elite Club while there and are currently planning our return trip!

Mariola - hunt her down in the lobby area. She is a gem!!!!

Family_with_children

6/10

Pleasant

02 Jun 2026

Jorge

I booked this resort because of the many amenities and activities that were advertised, including cenotes, water attractions, and multiple restaurants. Unfortunately, several of these attractions and dining options were closed or unavailable during my stay.
I stayed for 8 nights, and my toilet broke 3 different times. Reaching the front desk was often difficult, and when I was finally able to report the issue, it was not fixed even hours later. The hot tub was also out of service, and the air conditioning stopped working overnight as well.

The food was decent if you could get reservations, but they fill up very quickly. Some staff members were friendly and helpful, while others seemed uninterested in assisting guests.

The beach was heavily affected by seaweed, which I understand is beyond the resort's control. However, with the beach conditions limiting enjoyment, I expected more effort to be made to keep other activities and amenities open and available.

I also want to warn future guests about the sales presentations. During my stay, staff repeatedly approached me with offers for \"special deals\" and \"coupons.\" In my experience, these lead to high-pressure timeshare sales pitches that can negatively impact your vacation.

Overall, the resort did not live up to the expectations created by its advertising, and the repeated maintenance issues, unavailable amenities, and sales pressure made for a disappointing stay.

Self

8/10

Excellent

02 Jun 2026

Maria

The front desk never answered the phone, but they were quick to answer the request in the app. I had issues with my AC and someone came to check on it, but nothing was done at the end, the room as not super hot but it was not cold either. overall, I would come back I had a good time and it was worth it.

Partner

4/10

Poor

29 May 2026

James

The resort is very run down, 3 of the restaurants shut down during our stay. I visited this resort 4 years ago and everything was amazing. This go around I’ve realized the amount of Americans / English speaking people at the resort (little to none). No one truly understands you what’s so ever, with the little Spanish I knew I was able to get fairly everything I asked for (be prepared). During our stay this time they have influenced there “Royal Elite Program” much firmer, restricting you as an average person from 2 pools and a restaurant as well as priority booking. Mentioning the booking there is a huge flaw within there design because normal people can book 24hrs before the time but royal elite can book as much as they would like causing way less booking times in general and with the main buffet closed we just stayed in the room with no dinner for the night because of how packed the only other “non reservation restaurant”.
If you happen to stay in building 73, the hot water does not work (next door neighbors also agreed) along with the first 2 days (no a/c) except about 2 gallons of water on the floor from the damaged unit. Please be aware when going here, unless you plan on dishing out the money for there superior treatment you will get no more care than a front lady at motel 6.
Servers and Housekeeping amazing, management not so much. I will personally not be returning along with my family of 22 people who just cancelled their rooms for the first week of July. Thanks

Family_with_children

10/10

Exceptional

28 May 2026

Jada Christine

We enjoyed the wildlife and the events the property held. There were friendly and easy shuttles into the local town. Would return for another trip!

Family_with_children

6/10

Pleasant

25 May 2026

Shona

Family friendly. Not a great time for full assessment as restaurants and rooms down for maintenance.

Family_with_children

10/10

Exceptional

24 May 2026

Michael Edward

Incredible resort. We’d go back again and again

Family_with_children

10/10

Exceptional

20 May 2026

sartaj singh

The property was very good you get in touch of nature but the cleaning staff just clean you bed not the floor they should moop the floor except that the property was great experience.

Family_with_children

6/10

Pleasant

18 May 2026

Karla Diana

The staff was friendly.

10/10

Exceptional

17 May 2026

Tania Daniela Badilla

Hotel muy lindo, habitaciones cómodas y espaciosas, atención excelente y comida deliciosa!!

Family_with_children

10/10

Exceptional

16 May 2026

David

Very clean, amazing amenities, food was amazing, and the staff went above and beyond to make our stay spectacular!!

Family_with_children

8/10

Excellent

15 May 2026

Ian

Very unique all inclusive resort. It's entry level to Xcaret because of it eco park. If you do not like the outdoors, this place is not for you. You will feel you're in the middle of the jungle with all the amenities. The only places with air conditioning is your room, restaurants, spa, gym and kids daycare. Everywhere else is outdoors. The Waterpark is fun for the whole family. Staff is very professional and friendly. The personal concierge (WhatsApp, never met in person) is very helpful and caters to your every need. Rooms are very small but also very clean and organized. Getting food is a bit of a challenge. Wish they had room service. Check in needs improvement as its very slow.

Family_with_children

10/10

Exceptional

15 May 2026

Victoria

We absolutely loved this hotel. The resort is beautiful and the staff are very friendly and helpful. The beach is cleaned of seaweed daily. We especially enjoyed the hotels al a carte restaurants. The kids enjoyed the waterpark.
The room was lovely, although it didn't have enough storage in the room for a family of four, meaning we had to leave a lot of our clothes in the suitcase.
Unfortunately the cenote and some of the resorts other attractions were closed, which we were not informed of before we arrived, so do check if these are important features for you. We all enjoyed seeing the monkeys and other wildlife around the hotel. Will definitely be returning!

Friends_and_family Family

10/10

Exceptional

11 May 2026

Esther

This place was absolutely stunning! I went to celebrate my daughters graduation. Every person who worked there always had a smile on their face always willing to help.
They went above and beyond to help make this trip extra special especially at Los Lorios! Will definitely be returning.

Family_with_children

8/10

Excellent

09 May 2026

Shannon

My stay at Sandos Caracol Eco Resort was very good, and this is my honest review. Please don’t let all the negative comments scare you away.

I came here with my two teenage daughters, ages 12 and 14, and we had a great experience. Our room was perfect and located in a great area we stayed in Building 27, which made it easy to get to everything.

The beach was beautiful. When we first arrived there was no sargassum, although some did come in one day, and the water was a bit murky for a few days because of the rain.

We had no problem booking restaurants because when you book with Expedia, you get a concierge who books the restaurants for you. We tried them all, and our favorites were:

• Riviera – Mediterranean
• Fogo de Brasil – Rodizio
• Lirios – Steakhouse
• Templo – Japanese

Every morning we had breakfast at the Mexican restaurant because it was quieter and had everything we needed. We ate lunch at the main buffet most days, and there were tons of options for everyone, so don’t let people tell you otherwise.

We spent most of our time at the Tortuga pool because it was less busy than the main pool. It’s kind of hidden, so I think many people didn’t know about it.

The grounds and wildlife were amazing. The resort does involve a lot of walking, so if that’s not your thing, this may not be the best hotel for you. But there were plenty of activities and things to do throughout the resort. I would recommend this resort for families with children.

Family_with_children

10/10

Exceptional

07 May 2026

Sergio Alfredo Camacho

Beautiful place lots of nature and the staff very friendly. The only advice is schedule your restaurants fast on your first day or you will have problem going to them

Family_with_children

10/10

Exceptional

02 May 2026

Marlin

Running across a problem. Everybody assisted
Me and solved the problem can't ask for anything more

Self

8/10

Excellent

01 May 2026

Arthur

Regina & Kena from the Concierge team were amazing. Extremely helpful in getting reservations at the ala carte restaurants and explaining the upgraded amenities with gold wristband that we had access to because we booked through Expedia. The check in staff did not explain any of the amenities of the resort, which restaurants were open and that there was room service (which we did not know) to us and the sandos ap was hard to use. We enjoyed the beach clubhouse with ac and yummy shrimp cocktail eaten on the beach. Gabriella in the Mexican buffet breakfast made me the best handmade tortilla quesadilla I have had. The cenote and river snorkel experience as well as river boat tour were closed, which was super disappointing. The property was clean, well maintained and had wonderful wildlife to view including coati, racoon, spider monkeys, iguana, squirls, many birds, eel and fish. We enjoyed wandering through the Mayan ruins section and wish I would've caught the fire ceremony, but did not know about it. The penthouse room was great with a view of the pool and ocean and had privacy at the same time. The roof fridge was stocked with cold, unlimited dos equis cervezas. This was a hit. We pre scheduled transportation from the airport through sandos via seek and go which was nice we did not have to worry about getting back and froth from the airport. Needed better communication about amenities and more Mexican Food vs the international buffets. All in all a great experience.

Partner

10/10

Exceptional

01 May 2026

Katrina

We had a wonderful time at this resort. Perfect for our daughter's (6 years old) first trip to Mexico.

Family_with_children

8/10

Excellent

30 Apr 2026

Yudith

The rooms were clean but we had no hot water. We contacted the stuff multiple time and got 1 day with hot water. Most of the stuff was very friendly but others not so much. Its a very nice resort for a family. If you're going away with only your spouse, I would suggest going somewhere else. They close everything early! Spa was amazing and very friendly stuff. Overall it was a good experience except for the things I mentioned.

10/10

Exceptional

29 Apr 2026

Amy Lynne

Yes

Family_with_children

10/10

Exceptional

25 Apr 2026

Philip

This resort was amazing for our family vacation! Booking through Expedia provided a room upgrade and our concierge team Kena and Regina were extremely helpful and made sure we had everything we needed.

The a la carte restaurant selection is great (Mediterranean, Brasilian, Japanese, etc), with each providing its own experience with top notch food and service.

We were able to go parasailing, scuba diving, snorkeling and jet skiing right from the resort. Great amenities here. The water park was great for the kids as well.

Family_with_children

8/10

Excellent

25 Apr 2026

Shannon

The food was delicious the rooms were clean. The staff was lovely. The entertainment was fun. We had a beautiful vacation with the resort. My only one problem was the main pool was gross. On the fifth day We were here. You couldn’t see the bottom it was foggy and smelled .

Family_with_children

10/10

Exceptional

24 Apr 2026

Angelica

Super clean room! The customer service was 10/10!

Partner

6/10

Pleasant

21 Apr 2026

Rebecca

This resort had very poor communication. We arrived and were told we could book dinners at the different restaurants but the app told us none were available. A couple days later we found out we had to book it through a different person. We didn’t get our towel until day 3. Food was average to below available. Service was very slow at the restaurants. Not a lot to do. A monkey stole my cookie right out of my hand.

Family

10/10

Exceptional

19 Apr 2026

James

Wonderful staff. Great setting.

Family_with_children

10/10

Exceptional

19 Apr 2026

Yuliia

Amazing nature !
Clean room.
Lots of activities for kids and adults

Family_with_children

10/10

Exceptional

19 Apr 2026

Barinder Pal

Over all it was a great resort

Friends

10/10

Exceptional

19 Apr 2026

Evan

The services of Samantha and Judy helped make this stay even better! They were super friendly and helpful! Loved the grounds for taking strolls. We never used all the amenities as a week was too short!

Family_with_children

10/10

Exceptional

16 Apr 2026

Joshua

Great resort, junior family suite was amazing!

Family_with_children

10/10

Exceptional

11 Apr 2026

Evan

The staff were outstanding. The buffet had many options and they were very helpful for my child's allergies.

10/10

Exceptional

11 Apr 2026

Alexa

The room- we had an eco penthouse since we are 5 people. The beds were comfortable- a king in one room, and a 3 bunkbed in the other. The sofa was aged to the point that you couldn't sit on it. The rooms were clean and housekeeping was friendly and efficient.

The staff was fine. Their English language skills was more limited than any of the other resorts that we have stayed at in Playa del Carmen (this was our 6th chain). But, it was acceptable.

Since we booked through Expedia, they made dinner reservations for us for most of the nights- if we had not had that service, then our review would be very different! Without the reservations, we would have had only 1 option for dinner 3 of the nights since the Mexican Buffet was not open most nights we were there. The service at all the restaurants was slow, but the biggest negative was how long it often took to get coffee in the morning. If you didn't sit in the section of an attentive waiter- you might not get coffee at all. The lunch buffet was very good- with a variety of options to choose from, but the lines get long. The taco bar was excellent. For dinner, we had reservations at Los Lirios- the steakhouse. We recommend the baseball steak. Most of our group got the Strip, but the baseball steak was better! We loved El Templo- the asian, hibachi. And we enjoyed our dinner at Riviera. All of the food was high quality.

We loved walking the property to see the ruins, tunnels, cenotes- and monkeys in the morning and evening.

Family_with_children

4/10

Poor

11 Apr 2026

Jamie

Small rooms, impossible to make reservations on the app, multiple restaurants closed throughout the week, buffet was mediocre at best, adult only pool wasn't working and was dirty, water park closed one of our days and the main pool is small and packed.
The staff is super nice, shows/entertainment almost every night, beautiful spa and awesome wildlife on in the property wont be back. Definitely wasn't a $7,000 experience

Family_with_children

6/10

Pleasant

10 Apr 2026

FELIPE

Overall good for last minute find. Rooms were dated, and bars close at 6pm for all inclusive. Pool area and beach area subpar. Waterpark not that amusing for kids 8 and up. Half of the bigger slides were working. Kayaks only for singles and over 16yo. Restaurants advertised are inaccessible per reservation app so pls to have all meals in the main dining area. Talked to several guests and they were having the same problem. Maybe you’ll have to sit down for an hour or so with a property/timeshare salesman to get you in… just like everyone writes down in reviews…

Family_with_children

8/10

Excellent

01 Apr 2026

Eric

Overall trip was good. Food wasn’t too great

Family

10/10

Exceptional

01 Apr 2026

KRISTOPHER LEE

We were lucky to have amazing Expedia concierge people, Regina and Judy, who made our trip easy and stress free. They went above and beyond with any of our requests. This property is massive with lots to see and do. We had the Family penthouse with an amazing location close to the beach. The space was incredible and much appreciated.

Family_with_children

10/10

Exceptional

30 Mar 2026

Laura

Absolutely INCREDIBLE RESORT. The staff is SO helpful and kind.
The nature is so beautiful. So much to do for families and people of ALL ages.
Already planning another trip back!!

8/10

Excellent

29 Mar 2026

Christoper

This was a neat resort that embraced the jungle feel by being nestled in it rather than clearing it away. Each day a group of monkeys would come and hang out in the tree a few feet from our balcony.
Our room was jungle facing, clean, fairly modern and had a nice private balcony. I’m not sure if it was because of our first time visiting the resort but we had a concierge team assigned to us and they pre booked all our à la cart meals so we didn’t have to worry about not getting into a restaurant. The food was really good with lots of selection. Super friendly staff and great service. The waterslides and pools were fun for the kids, but the beach wasn’t great for swimming or playing in the waves due to the rocky area out front. Be careful about the Royal Elite Club - they are pushing hard for people to sign up for this and will likely try to get you attend one of their sales tours - probably not worth your time.
I would travel here with our kids again if we are in the area.

Family_with_children

8/10

Excellent

29 Mar 2026

Wallace

Very good family oriented resort

Family_with_children

6/10

Pleasant

29 Mar 2026

Megan

The resort is located in a beautiful area. It is not however handicap accessible as all buildings where one would sleep are 3 story with no elevators. The ramps to enter any elevated space are narrow.
The food in the buffet was average, nothing stood out as exceptional and often tasted as if it was recycled from one meal time to the next. The set up and flow inside the buffet also left something to be desired as it was always backed up as one giant line of people instead of various stations making it so that your food was often cold by the time you got back to your seat.
The process for securing a reservation at the specialty restaurants is inefficient and unless you had a personal concierge assisting you, you were not getting into any of them during your visit without staying up until past 12am when the slots open for 3 nights later would be released in the app.
If you wanted to make use of any of the included on-site activities (bike tour, eco tour, romantic Jade river boat ride) you needed to sign up a day in advance even if the day you wished to do it had openings and staff available.
Even though we had adults only privileges and were told we could ask for the \"premium\" spirits at the bars, the majority of the bars told us that wasn't an option at that location, or they didn't have any of the premium spirits available at that location, they were just on display.
The pool deck was often slimy and slippery in desperate need of a power washing.

Family_with_children

8/10

Excellent

26 Mar 2026

Steve

Pretty good overall. Maintenance was poor on some areas. The pool table in the beach bar had a broken rail and was never fixed the entire time we were there as an example.

Food was very good in most restaurants except for the Mexican buffet. We ate there the first night and the waiter got our order wrong and was rude when we corrected him.

Friends

8/10

Excellent

25 Mar 2026

Pawel Perec and Jacqueline

Room clean but bathroom details broken such as toilet paper holder, shower holder , poor water pressure , no hot water .

Family_with_children

10/10

Exceptional

24 Mar 2026

David

We truly enjoyed our stay at this resort, especiailly the Mexican buffet! We loved the evening shows, truly stunning. Also it was great to have access to 24/7 snack bar. Great to be in nature as well and fun for kids - we didn't even need to go to the indoor playground, but looked fun as well. Great bus access to the city as well.

Family_with_children

10/10

Exceptional

22 Mar 2026

Khaled

We had a fantastic stay at Sandos Caracol Playa del Carmen as a family of four (2 adults and 2 kids), and we would definitely consider coming back.

Pros:
The hotel is very clean, and the staff overall are respectful and welcoming. One of the highlights of this resort is the wildlife—you really feel immersed in nature, which makes the experience unique for both adults and kids.

Check-in was smooth and quick, likely because we arrived outside peak hours, which set a great tone for the trip.

The restaurants were excellent across the board, with the Italian restaurant being our absolute favourite.

Another big plus: no need to wake up early to reserve beach or pool chairs. There was always plenty of space. The beach area with palm trees and long chairs is especially great, offering lots of natural shade and a very relaxing atmosphere.

There were nightly shows, and they were consistently entertaining. The pirate show and the fire show stood out as highlights, and our kids especially loved them.

A special thank you to Judy, our concierge, who truly went above and beyond to make our stay seamless and enjoyable. Also, a shout-out to Ruth at the omelette station (Italian restaurant), as well as Nury and Kevin for their great service.

Cons:
The food at the Laguna buffet was unfortunately quite disappointing and could use improvement.

The main pool is a bit small considering the size of the resort, although this is somewhat offset by the presence of other pools throughout the pro

Family_with_children

2/10

Poor

22 Mar 2026

Ryan

Beautiful area and wildlife. When you first arrive, they try to get you to buy into a timeshare immediately and when asking about excursions, they also push the timeshare. Very dated, rundown and unkept. Not enough seating by pools, beach or dining. Very Crowded! I would not recommend this resort considering the many other options in the area. You definitely don’t get your moneys worth at Sandos.

Family_with_children

10/10

Exceptional

21 Mar 2026

Sheldon

We spent 7 days at Sandos Caracol Eco in the Select side. We had a personal concierge (Judy) who arranged our dinners at various restaurant on site. These meals were good to excellent, except for the very first one (Lirios). Everything here was terrible. Our party of 7 was really dissatisfied. Sirloins ordered medium came raw, 2 medium rare steaks came cold, well done & were super tough. Soup tasteless. Dine at El Tiempo was great. The chef cooking the meals was very entertaining & this is not to be missed. Dining at Brazil was equally great. Food kept coming & was sliced at the table until you’re ready to explode. This meal is also not to be missed. Our room at the all adult section was kept meticulous by our attendant & the Select adult pool was great. Best to watch your hat & beachware at your cot, less the friendly monkeys will quickly drop by & grab a garment & climb a tree. Even the female peacocks are people friendly. One took a french fry right from my offering fibgers. Food at the buffet was plentiful & was good. Our time at the spa was also very relaxing.
The pina coladas were very refreshing & they made a mean mudslide, until they ran out of chocolate syrup. Mamosa af breakfast & wine with all other meals.
Judy, our personal concierge did an admirable job. From the get go she was available & looked after us well. At our vacation end she gave all of us hugs & added it was her good luck to look after us.
All in all, this all-inclusive stay is great & we recommended.

Family_with_children

4/10

Poor

21 Mar 2026

Colleen

Not enough staff in any area, restaurants, cleaning, maintenance. Pools are horribly dirty, and I don’t just mean leaf litter. The sides of pools and patios are filthy. Had a hassle with specific room bookings, despite speaking with them three months prior to ensure everything would be arranged. Concierge Judy was fabulous, she helped where others could not! Loved the animals and shows looked good. Jungle view room really means some trees and your neighbours patios. Booking speciality restaurants is another hassle that I heard many complain about. I would not recommend resort.

Family

8/10

Excellent

20 Mar 2026

Gayle

The staff was exceptionally friendly. The rooms were clean, but very well worn. There were many activities to choose from.

Family_with_children

6/10

Pleasant

18 Mar 2026

Ruth

Visited this hotel 5 years ago and many thing have changed, seems like they are trying to convert to timeshare and you got the impression that they want you to buy and less concerned with the all inclusive resort feel

Family_with_children

4/10

Poor

17 Mar 2026

Alicia

Staff were great. The food was absolutely terrible. Flora and fauna were very nice. If the food, bedding, towels and buildings were better the rating would be much higher. We will not be back to this resort. Sargasso was bad but that is nature and not something that can be controlled.

Partner

10/10

Exceptional

16 Mar 2026

Lubov

Enjoyed the stay, food was delicious. A lot of entertainment on the property for adults and kids. Would love to go back again.

Family_with_children

10/10

Exceptional

16 Mar 2026

Darryn Robert

Resort was clean staff was great restaurants were also very good

8/10

Excellent

11 Mar 2026

Matthew

This was our first resort ever, so nothing to compare to. But stayed for 6 nights with my 10 year old and we had a blast. The nightly shows were amazing. The buffet was ok. The water park was fun, but the hours felt really limited and even then they opened late and closed early. The beach was the biggest disappointment for us, just not what we hoped for.

Friends_and_family Family

10/10

Exceptional

08 Mar 2026

Kayla

The shows were great that they had each night, water slides were fun for the kids.
Judy & Samantha were amazing to deal with and book the on resort restaurants, book excursions and helpful with any inquiries.
The beach was beautiful, there were chairs and beds, easy to watch the kids and relax.

6/10

Pleasant

04 Mar 2026

Nathan Todd

Resort grounds were beautiful, lots of activities for kids to keep them busy and entertained. Food was ok. Hard to get into restaurants so ate at buffet most of the trip. Long lines for everything; food, bars, check in and out. Resort seems to be over packed and short staffed. Room was clean and beds were comfy. Ac worked well. No water pressure and Sometimes no hot water for showers. Overall had a fair trip, but would not recommend or return.

Family_with_children